Nest Protect not sending phone notification!

[Ktnova]

Just bought six of these Nest protects after being marketed the benefit of getting phone alerts and getting notification before full alarm. Purchased 1/8/24 direct from Google store now this morning 2/6/24 (not even a month!) can confirm NO ALERT RECEIVED AT ALL on any devices - all iOS. Of course early morning and for not for any actual fire/smoke/CO!

YES notifications are all set to on. YES internet is working and systems are connected. Again, I set these up less than a month ago with everything showing consistent green.

I see many other threads without conclusion on this topic - is there any plan for this fix???

[JillG]

Hi @Ktnova 

I'll escalate this over to our Nest Community Specialists as I know there are other posts without resolution.

I'm sure you have looked through the Nest notifications not working - Google Nest Help guide.

Jill

[Ktnova]

Thank you Jill - please keep this thread open until issue resolved

Yes I have looked through the guide and still experiencing the issue

[Lance_L]

Hi everyone,

@Ktnova, thanks for reaching out to the Community and sharing all the details. I’m sorry to hear that you’re having issues with Nest Protect. Let’s check it out.

Please try the troubleshooting steps below and let me know how it goes.

1. Open your iPhone's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the time zone, date, and time are correct.
2. Go back to Settings > Privacy > Location Services > Nest. Make sure the Nest app has permission to use the phone's location.
3. Check for any updates for the Nest app in the Apple App Store.
4. Check for any iOS updates and install them if there are any.
5. Turn off notifications for Nest Protect.
6. Uninstall the Nest app, restart your iPhone, and then reinstall the Nest app.
7. Turn notifications back on for each Nest Protect.

Keep me posted.

I appreciate your help, JillG.

All the best,

Lance

[Ktnova]

Hi Lance,

Thank you for the response. I have went through the steps but note the last item, 7 is not possible because there is no way to turn off and on Nest protect notifications. 

Also how do I confirm that the notifications are working? I did not receive notification while performing test so can only assume it is still not working.

[Wizaardd]

Same issue here. Just set up a nest protect in my kitchen and tested 3 times with candle smoke and ZERO notifications

[AllieB2]

I am here because I am having the same issue! I get notifications for my locks but not for the smoke detectors. 

[Lance_L]

Hey folks,

@Ktnova, thanks for circling back. Since the steps didn't work on your end, I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@Wizaardd and @AllieB2, thanks for joining the conversation. Have you tried the recommended steps above? If yes, how was it?

Let me know if you have any questions.

Regards,

Lance

[Wizaardd]

So I did another test, I changed the nest app to "Away" and I got the notification this time, do notifications only come through if its set to "Away" and not "Home"?

[Lance_L]

Hi everyone,

@Wizaardd, I appreciate you testing that for us. The Nest Protect only uses the Home/Away Assist to check when to run an Automatic Sound Check test. So you should still get notifications even if the structure state is set to Home. If you haven’t done so already, please perform the troubleshooting steps given above and let me know how it goes.

Best,

Lance

[Ktnova]

Hi Lance, I submitted the form. As it seems there are many others with this issue and I am still experiencing the issue - please keep this thread open. 

[Lance_L]

Hello folks,

@Ktnova, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance

[Ktnova]

Providing an update here. After submitting the form and waiting about a week, I got an automated email telling me to turn on my phone notifications and that should fix it. Obviously this was done. 

Very disappointed in Google support here. Issue still not resolved. 

[Lance_L]

Hey everyone,

@Ktnova, thanks for circling back. I’m sorry to hear that this isn’t resolved yet. I’d suggest responding to the email sent by our support team and letting them know that the steps they have provided have already been completed and didn’t fix the issue. You may reply to the email they sent to continue the conversation on that channel.

@Wizaardd and @AllieB2, how’s it going with your Nest Protect? Do you still need help? Reach out if you have further questions.

Best regards,

Lance

[Ktnova]

Another update. Apparently they will not read my response to the support email and instead they are telling me I need to open up another ticket? I am not under the impression that this issue has a solution.

[Lance_L]

Hi folks,

@Ktnova, I’m sorry for the delayed response here. A new version of the Nest app has been recently rolled out, which contains bug fixes and improvements. Please check if you already have the latest version on your mobile device.

1. Check for any updates for the Nest app in the Apple App Store. The latest version is 5.75.
2. Check for any iOS updates and install them if there are any.
3. Uninstall the Nest app, restart your iPhone, and then reinstall the Nest app.

@Wizaardd and @AllieB2, do you still need any assistance? Let us know if you have any questions.

Cheers,

Lance

[Ktnova]

Hi Lance,

I downloaded the updated version and am still experiencing the issue - no notification with alarm. I’m still rather frustrated with this issue and seems like there is no plan for fix? 

[Ktnova]

I would also like to note that when testing with a candle smoke, while the alarm was actively going off the app was not registering that smoke was detected and therefore you could not turn off the alarm with your phone as is widely advertised for this product.

[Ktnova]

Hi Lance,

Checking in and wondering if there is any update? Can you assure me that the tech support teams are aware of this issue and working on it?

Doing more research this apparently has been a problem for quite a while and there is still no solution…

https://www.reddit.com/r/Nest/comments/16e9px3/nest_protect_notifications/

https://www.reddit.com/r/Nest/comments/pr025m/protects_do_not_send_push_notifications_from_nest/

sharing a couple Reddit threads although I see tons of them! Also this is not the first Google inquiry with this issue…

[Lance_L]

Hello everyone,

Apologies for the delayed response. For those affected by the same issue, could you please confirm the following?

• Nest App version.
• iOS or Android version.
• Nest Protect software version. Open the Nest app > Go to Settings > select the affected Nest Protect > tap Technical info > look for the version number.

I look forward to your responses.

Best,

Lance

[Ktnova]

Hi Lance,

iOS 17.3.1

nest app 5.75.0

protect 3.5rc3

[Lance_L]

Hey folks,

I appreciate you all for flagging this in the Community. We've let the right folks know.

@Ktnova, thanks for circling back with the requested information.

Best,

Lance

[DanGerBeAr]

Im having the exact same issue as all the above. I get a notification when a sound test is made, but that is the only notification i get. I have had the smoke alarm for 3 years. Notifications was working the first year, but suddenly stopped working, and have not been working ever since. I have tried everything. Deleting and reinstalling the app. Disconnecting and reconnecting the Nest protect. Nothing has resolved my issue. This has been an ongoing issue for a long time, and there are lots of posts on the internet about this issue. Im just baffled that it has not been resolved yet. 

[Ktnova]

Hi Lance,

It has been almost two months, is there any progress on this fix? 

thanks

[Shani77]

Hello, I am also having the same issue and it has been present for at least the past two years.  I dig into how to fix it every now and then and see tons of people with this issue.  Can I be added to the group that would like tech support to reach out to me and help me resolve this issue?